About the company
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Operations & Service Growth based in United Kingdom.
This is a high-impact leadership role combining business building, commercial growth, and hands-on operational management.
Responsibilities
- Translate an approved business vision into a clear, executable strategy, roadmap, operating model, and measurable priorities.
- Lead the launch and early development of a new technology-enabled service business, taking ownership of initial sales, service, and operating processes.
- Build and strengthen customer, merchant, delivery-partner, and other strategic networks required to support business growth.
- Provide hands-on, COO-level leadership across multi-location operations, working through Area and Location Managers to ensure consistent execution.
- Establish clear operational standards, performance expectations, and accountability mechanisms across locations and teams.
- Own service quality, speed, customer experience, and business outcomes across the operating network.
- Identify operational bottlenecks and implement practical solutions that improve efficiency, reliability, and scalability.
- Drive improvements in online sales conversion, customer retention, digital performance, and contribution margin.
- Use AI, analytics, automation, and workflow tools to improve decision-making and reduce dependence on manual follow-up and individual intervention.
- Balance strategic growth initiatives with field-level execution, continuously identifying opportunities to improve both the business model and day-to-day operations.
- Develop managers and strengthen their ability to lead teams, meet performance expectations, and operate independently.
Requirements
- Significant senior-level experience in operations, commercial leadership, business development, or a closely related field.
- Demonstrated track record of building, launching, scaling, or significantly improving a business, service operation, or distributed network.
- Strong experience in multi-location restaurant, delivery, logistics, hospitality, or service-based operations.
- Proven business development and partnership experience, with the ability to build relationships that generate commercial value.
- Strong understanding of operational performance, customer experience, service quality, and commercial growth.
- Hands-on experience using AI, analytics, automation, and workflow tools to improve business processes and decision-making.
- Strong leadership skills with experience managing managers, setting expectations, measuring performance, and developing team capability.
- Ability to operate comfortably across both high-level strategy and hands-on operational execution.
- Experience with online sales, e-commerce growth, digital conversion, or customer retention is a plus.
- Entrepreneurial mindset with the ability to operate effectively in environments where processes are still being built and refined.
- Strong problem-solving skills and a willingness to personally address operational challenges when necessary.
- Excellent communication, influencing, and decision-making abilities.
Conditions
- HMO health insurance.
- Paid time off (PTO).
- Work-from-anywhere flexibility.
- Opportunities for promotion and career growth.
- Potential for pay raises.
- High level of ownership across both business development and operational execution.
- Opportunity to help build and scale a new technology-enabled service business.